CRM pointers which are important to have a smoothly analyze customer's data and agent performance.
Just want to add two more points.
1. There should be separate interface for technical team and quality as one can clearly see the number of opened cases/pending resolution cases, reopened cases, Escalated cases to senior technicians for further followups, resolved cases, Void cases, refund offered cases. So that tech agents can do there work with all transparency.
2. It will be great if the CRM will get configured with dialer so that as soon as the call comes in and if it is from existing customer, the customer details will automatically pop up along with the incoming call.
3. Breaks :- Whenever someone is going away from his seat he should put himself on Unavailable and select
appropriate reason for being unavailable like 15 Min Break, Meal Break, Meeting, Training.
There should be an option to pull up the records from CRM in CSV or excel Format and the one
exceeding break should be marked in Red. This will help in tracking the defaulters.
6 freelancers are bidding on average ₹39907 for this job
do you want a crm or ticketing system? coz you've combined both features in your description and presented then into one CRM. we can discuss it if you didn't get what I mean.
I have 14+ year of experience in the filed of computer telephony integration. I have already worked on various project with similar requirement. Note: - The above price is for CRM also